C004099 Senior Service Manager (NS) - MON 12 May RELAUNCH
C004099 Senior Service Manager (NS) - MON 12 May RELAUNCH
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Subject RFQ was relaunched as initial selected candidate withdrew and remaining higher priced ones were considered not compliant due to the following:
- Not enough experience in Service Delivery more suited to a Cyber / security operations role;
- Candidate is a Project / Programme & Change Manager lacks experience in Service Delivery Management;
- Candidate is a Trainer & Consultant lacks experience in Service Delivery Management;
- Lacks experience in Service Delivery Managementcandidate is a program/project manager;
- Lacks industry knowledge of Deployable CIS (DCIS);
- This person is a Project / Programme Manager lacks experience in Service Delivery Management;
- Lacks experience in Service Delivery Mangement this person is an Architect / Program Manager;
Deadline Date: Monday 12 May 2025
Requirement: Senior Service Manager
Location: Braine LAlleud BE
Full Time OnSite: No
Time OnSite: 50%
Total Scope of the request (hours): 836
Required Start Date: 23 June 2025
End Contract Date: 31 December 2025
Required Security Clearance: NATO SECRET
Duties and Role:
Under the direction of the Principal Service Manager but largely under own initiative the incumbent will perform duties pertaining to the delivery of CIS services as detailed in the Service Level Agreements between NCI Agency (as the service provider) and the service operator and user (the customer):
- Managing the Deployable CIS infrastructure as a service and ensure system readiness at a level specified in the SLA. Ensuring the availability and quality of engineering support delivered to the customer through close coordination with NCI Agency service lines and the CIS Support and Sustainment Centre (CSSC) and the Forward Support Point (FSP);
- Manage the DCIS Configuration Management to ensure that all assets are maintained at known configuration states and can be correctly accounted for;
- Will conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required;
- Will manage Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements;
- Will support the Principal Service Manager with the development of the annual Operation and Maintenance budget submission;
- Will contribute to and support the system documentation for operation maintenance and training is updated in accordance with system evolution;
- Managing contractor support resources and acceptance of services of contractors;
- Will provide input to the Principal Service Manager for the Quarterly SLA report;
- Will provide input and recommendations to the SLA Change management process;
- Assessment of manpower and O&M budget requirements;
- Will provide support to project managers as required through the project development delivery and transition into service phases;
- Deputize for higher grade staff if required;
- Performs other duties as may be required
Requirements
Skill Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- A minimum requirement of a Bachelors degree at a nationally recognised/certified University in a related discipline and 3 years postrelated experience;
- Or exceptionally the lack of a university degree may be compensated by the demonstration of a candidates particular abilities or experience that is/are of interest to NCI Agency that is at least 10 years extensive and progressive expertise in duties related to the function of the post;
- Service Management: ITIL Foundation and Intermediate Certifications certified in either Service Design/PPO Service Transition/RCV Service Operation/OSA Service Strategy/SOA and or Continual Service Improvement; or latest versions
- Sound experience in IT services engineering planning operations maintenance and management;
- Demonstrable of experience as a line manager and provide evidence of having the ability of being a motivator and mentor;
- Sound experience on the Configuration Management and Change Management processes and tools;
- Experience in roles requiring significant business and managerial skills such as: contingency planning and implementation; budget planning preparation and execution; managing small scale projects for the implementation of CIS services related to network monitoring and network performance management services; Managing leading and mentoring a team.
- Experience in roles with requirement to display report writing and presentation skills
Desirable Experience and Education:
- ITIL Expert /Managing Professional
- PRINCE 2 Foundation level or PMI PMP;
- MSP Foundation
- Management of Risk Foundation;
- Demonstrable evidence in maintaining knowledge of advances in Information Technology;
- Proven success as an operational technical team lead and service manager;
- Familiarity with military telecommunications and information systems; VLF to Satellite EHF
- Member of a recognized professional body or institution;
- Prior experience of working in an international environment comprising both military and civilian elements;
- Knowledge of NATO responsibilities and organization including Allied Command Operations (ACO) and Allied Command Transformation (ACT).
Required Experience:
Manager
Employment Type
Contract
